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What are good OKRs for customer success?

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4 Answers
Customer Success KPIs
  1. Trevor Flegenheimer
    Trevor Flegenheimer

    AlertMedia VP, Customer Success | Formerly Zego, Treacy & Company • 1y

    The best KPIs that I have seen include:

    • Net Revenue Retention

    • Gross Revenue Retention

    • QBRs completed

    • Health score impacted (e.g., number of customers who move from red to green)

    • Number of Account Plans created

    • Customer Success Qualified Leads generated

    • Multi-year contracts secured (if CSMs own renewal)

    • Price increases generated within contracts (again if CSM owns renewal)

    • NPS

    1,754 Views
  2. Kiran Panigrahi
    Kiran Panigrahi

    Salesforce Director - Customer Success | Formerly HSBC, DELL, DELOITTE, AGILECRM, GAINSIGHT • 2y

    A strategic approach involves mapping KPIs to the customer lifecycle stages, fostering a sense of purpose and confidence in your efforts. For instance: NPS Over CSAT: While CSAT often leans towards support, NPS serves as a robust starting point, eventually evolving into a Customer Effort Score (CES) to gauge the efficacy of minimizing customer effort. Onboarding Success Rate: Measure the effectiveness of onboarding in delivering value, thereby nurturing customer confidence and satisfaction. Heal ...Read More

    1,386 Views
  3. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 1y

    OKRs (Objectives and Key Results) are a goal-setting methodology that drives focus, alignment, and transparency within an organization. Deriving OKRs for Functional Groups: Top-Down Alignment: Leadership sets broad, strategic OKRs. Departments derive their OKRs to align with these top-level goals. Cascade to Teams: Teams create specific OKRs that support departmental objectives. Individual Contribution: Employees set personal OKRs linked to their team’s objectives. OKRs vs. KPIs: OKRs: Ambitious ...Read More

    720 Views
  4. Conor Holmes
    Conor Holmes

    Confluent Senior Director of CS & Account Management • 7mo

    We’d first map our OKRs to the company’s strategic priorities — for example, growth, efficiency, or product adoption — and ensure Customer Success directly contributes to those outcomes. That said, broadly speaking, CS OKRs tend to fall into three key buckets (but could be highly different depending on your how your company has deployed CS) 1. Retention & Growth GRR >95% NRR >120% Logo Retention >97% Gross Expansion Revenue >20% 2. Adoption & Customer Experience 100% of strat ...Read More

    425 Views

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